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Virtual Agent profile icon not showing

Ivan Delchev
Giga Contributor

Hi,

Recently we enabled Virtual Agent in our portal and we designed a custom branding configuration for it. In that branding, we have a custom live feed profile connected with it with its own icon. Unfortunately, the icon is not displayed in the widget but it is showing the original "now" icon instead.

find_real_file.png

This is the configuration of our Branding setup:

find_real_file.png

 

Any ideas on this issue?

Thank you!

11 REPLIES 11

Anirban Roy
Mega Guru

Hi @Ivan Delchev ,

 

If I have answered your question, please mark my response as correct so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.

 

Regards,

Anirban

Mario_Casanas
Tera Contributor

ES:

Para cambiar el ícono del Chat, deben hacer los siguientes pasos

1.- Desde "Default Branding", abrir el registro de "Bot Profile":

 

EN:

To change the chat icon, you must do the following steps

1.- From "Default Branding", open the "Bot Profile" record:

 

 

Mario_Casanas_0-1757623428747.png

 

ES:

2.- Si aparece el siguiente mensaje, presionar "Edit Record"

 

EN:

2.- If the following message appears, click on "Edit Record".

 

Mario_Casanas_1-1757623428748.png

 

ES:

3.-  Se abrirá la pantalla "Live Profile" Virtual Agent, donde deberán presionar "Delete".

 

EN:

3.- The "Live Profile" Virtual Agent screen will open, where you should press "Delete".

 

Mario_Casanas_2-1757623428749.png

 

 

ES:

4.- Presionar "Click to add" para elegir la imagen que necesitan.

 

EN:

4.- Click on "Click to add" to choose the image you need.

 

 

Mario_Casanas_3-1757623428749.png

 

ES:

5.- Presionar "Choose File" y buscar la imagen deseada, y presionar el botón OK.

 

EN:

5.- Click on "Choose File" and search for the desired image, and click on the OK button.

 

Mario_Casanas_4-1757623428750.png

ES:

6.- Luego, presionar el botón Update situado arriba a la derecha.

 

EN:

6.- Then press the Update button at the top right.

 

Mario_Casanas_5-1757623428751.png

 

ES:

7.- Ingresar en Service Portal y verán el ícono en el Chat

 

EN:

7.- Log in to the Service Portal, and you will see the icon in Chat

 

Mario_Casanas_6-1757623428752.png

 

ES:

Espero que les sirva. Agradezco que presionen "Helpfuls" si la información les sirvió.

 

EN:

I hope this helps. Please click "Helpfuls" if you found this information useful.